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Article : 5 Questions to Ask Before Putting AI into Practice and a Checklist for Success

#contactcenterworld, @ebidotai

Despite the power of Artificial Intelligence to transform the customer experience, many AI projects fail at the first hurdle. Henry Jinman, Commercial Director at EBI.AI, outlines the 5 most common mistakes and how to avoid them using a tried and tested checklist

While Artificial Intelligence (AI) promises a new dawn of efficiency, performing tasks better, faster, with fewer people, at lower cost and on a far larger scale, it also holds the key to transforming the customer experience (CX). Chatbots are already a common phenomenon in contact centres while millions of people interact daily with virtual assistants such as Google Home and Alexa.

For those organisations who haven’t yet invested in AI, many are experiencing a fear of missing out (fomo). As a result, plenty of businesses are rushing in and too many AI projects are failing. So, what’s going wrong?

5 reasons why Customer Experience AI projects fail

AI technologies are transformational but they can be complex to scope out, build, deploy, and operate. Here are the 5 most common mistakes organisations make:

  1. Unrealistic expectations – it’s common for users to have inflated expectations of new and emerging technologies. This could be because of marketing over-hype, lack of familiarity with the technology, or the plain old hope that they have found a solution to some of their problems.

  2. Addressing the wrong challenges – 'Trying to boil the ocean’ is a favourite term at EBI.AI to describe companies who try to fix everything with one project or, at the other end of the scale, spend 18 months writing an AI strategy paper that delivers nothing!

  3. Lack of training data – many say the more data you have the better. Yes, you do need data, lots of it, but it must be relevant.

  4. Lack of stakeholder engagement – the people who will make or break the project are those responsible for deploying the technology and the leaders of that department. Remember to involve the budget holders from the very beginning.

  5. Misunderstand the technology – Many AI projects fail for the simple reason that they are not really AI projects. AI technologies for customer contact need to be three things: digital, intelligent and automated.

5 questions to ask and a checklist for success

Don’t rush in. Here are the top five questions to ask before you begin:

1. Where do I start? – most organisations will want to achieve and demonstrate some quick wins but where do they begin? Should they be ambitious and try everything at once or run a mini-pilot to test the waters and find out what works and what doesn’t before going live?

How do I measure success? – whether you are starting out big or small, the budget holders will want to monitor your progress and see they are getting a return on their investment. Which goals should organisations focus on? Should they look to the competition, what customers want or what the business wants? It could be a combination of all three.

  1. How do I overcome the fear of unchartered territory? - the clue is in the word ‘different’. If you are normally conservative and play safe, could you change this approach to become bold and experiment even if you fail? It’s a great way to learn and there are even greater ways to share that learning before the all-important go-live.

  2. How do I test in a real-world environment? - and crucially, while maintaining business as usual. How many users and customers should try out the new AI technology? What should be the criteria for selecting them? How do organisations ensure the new solution can integrate with the production environment, provide the required functionality, and deliver a return on investment?

  3. How do I ensure a successful roll-out? There are various options to consider including the two most popular methods, known as ‘Incremental Improvement’ and ‘Applying the Learning’. What are the benefits of each and which one is best for my organisation?

Fast-track your way to a new generation of customer interactions by asking the right questions.

#contactcenterworld, @ebidotai

 


About Henry Jinman:
Henry Jinman is Commercial Director of EBI.AI

About EBI.AI:
Company LogoEBI.AI is among the most advanced UK labs to explore the mind-boggling potential of artificial intelligence and chatbots. It has turned its exciting discoveries into natural and valuable tools for all kinds of businesses and the people they work with. EBI.AI's bespoke solutions are delivered through its AI communications
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Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Monday, November 18, 2019

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2024 Buyers Guide Customer Relationship Management

 
1.) 
Academy Call Center

Tele-Sales and International Call Center
With the KRK Academy Call Center, it is not just to answer your incoming calls;
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online help
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Voice response systems
Call center software solutions
Voip services
Social Media Ads, Google ADS Ads, SEO, Website setup
Reporting services for your company
You can do things like.

2.) 
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CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.

We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.

We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.

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Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
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& several other capabilities

4.) 
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Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.

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Comvendo

Inbound, Outbound, Backoffice

6.) 
FinCRM

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FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)

7.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.

8.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
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- unmatched integration with G Suite apps;
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- automated contact sync;
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- full customisation.

9.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.

10.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive

11.) 
Pointel

Customer Relationship Management Solution
Pointel has a several years of experience in implementing Customer Relationship Management solution to maximize customer lifetime value and profitability. Pointel Specializes in Salesforce, Clarify, Oracle and SAP suites of products. Pointel has implemented CRM solutions for many industries including financial institutions, banks, pharmaceuticals, healthcare, insurance and telecom companies. Pointel's unique methodology guarantees 100% success. Customer Relationship Management solution improve the efficiency in managing the customer-facing business process from end-to-end. This includes Marketing, Sales, Customer Service and Support. The overall goal is to improve the customer experience and...
(read more)

12.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
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- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.
 

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